Customer Success Manager

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August 29

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SmartRecruiters

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SmartRecruiters’ Talent Acquisition Suite is used by high-performance organizations for making the best hires. It has full functionality for recruitment marketing and collaborative hiring built on a modern cloud platform with an open marketplace for 3rd party recruitment services. Unlike the first generation applicant tracking systems it replaces, SmartRecruiters provides an amazing candidate experience, hiring managers actually want to use the product, and recruiters love us because we make their jobs easier. Companies like Visa, Skechers, Kelly Services, and Equinox use SmartRecruiters to make recruiting a competitive advantage.

501 - 1000 employees

💰 $110M Series E on 2021-07

📋 Description

• This is a shift-based role, working from 2:00 PM to 10:00 PM CET, with a focus on supporting our U.S.-based customers • The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our customer • We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success • Build relationships with customer stakeholders at all levels, and deliver an exceptional level of service that drive confidence and successful partnership • Provide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters • Connect customers to available resources and where appropriate, other customers • Support Account Managers in preparing customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects • Attend regular ongoing training both reactively and proactively to become a solution expert • Use data and insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction and engagement • Take action and provide recommendations to drive improvements when risk is identified • Identify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions to remediate and ensure revenue retention • Build advocacy within the given book of business to increase the number of referenceable customers, identify case studies and other content that can be used to increase growth opportunities • Contribute to adoption, best practice content, and events held by the Community & Education team to increase the opportunities for self-service education, including hosting best practice sessions for customers • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product • Success in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our customer base

🎯 Requirements

• 3+ years of experience in a B2B client-facing role (customer success, professional services, sales, or account management) • Domain expertise in recruitment and talent management (HRTech space) is essential • Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions • Experience in working with customers on both a tactical and technical level is essential • Strong data literacy and an understanding of core TA Metrics • Ability to use data to identify opportunities and communicate value to customers • Proven track record of managing escalations and driving issues to resolution and advocating on behalf of a customer • Demonstrated time management and communication skills • Demonstrated ability to plan and execute against customer priorities and expectations • Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday, and/or customer success supported platforms preferred • The ability to effectively manage changing priorities and work in a fast-paced environment is essential